Non-Household Customer Insight Survey

Tender description

DPS Agreement (RM6018) The priorities, views and experiences of customers are essential in understanding whether, and how, the market is functioning effectively and delivering for customers. We also wish to assess the efficacy of any policy interventions, for example concerning whether customer experiences of billing has improved. To inform our understanding here, we need to gauge the experiences and views of customers, including the extent to which customers have chosen to engage with the market, their needs and expectations have been met, and the reasons for these outcomes. One of the ways we intend to do this is through regular surveying of a sample of all eligible customers (not just those who have switched retailer or renegotiated a deal with their existing retailer.) We want to commission new customer research to provide: • performance metrics, e.g. what percentage of customers are aware of the market - in particular to provide consistent and comparable trend analysis with the results of our 2017/18 research; • an understanding of what customers think the market may offer them, what they may want and what may motivate them to engage, and what they may currently be getting from the market; and • customers' experiences of the market, e.g. impediments to engaging with or getting the best out of the market, has switching been a good experience, or have their issues and complaints been dealt with effectively? The results of the research must be statistically robust and comprehensive enough for us to identify where the market is failing to deliver for customers, and the reasons why. The outputs of the research will feed into two key areas: - Firstly, they will help us judge whether and how to intervene in the market in order to ensure customers are protected and the market works efficiently and effectively. - Secondly, the survey results will form a key part of our second annual 'state of the market' report, presently scheduled for publication in July 2019. As such the outputs of the work must be clear, comprehensive and robust, and allow consistent and comparable trend analysis with the results of our 2017/18 research.